ComplaintsforATI Physical Therapy

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Initial Complaint
05/29/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My neurosurgeon put in an order for physical therapy on my left shoulder on February 8th 2024. I was told by my PT therapist it was submitted by ATI to Comagine for approval on February 23rd, 2024. It is now nearly June 2024 and still nothing. I've had to repeatedly ask over and over again for time extensions on a previous PT order for my lower back because the time frame approved was only 3 weeks for 12 sessions which was not long enough and apparently whoever is responsible at ATI for submitting to L&I for approval and to their governing health authority comagine is not doing their job! For previous problems like this with great difficulty I was finally able to get through to what was called their escalation department and a woman named ******* @ **********. A few months ago with an earlier issue she called me back once told me she would investigate and call me the beginning of the following week and never did. This was about problems with the first lower back order and me being told contradictory information by several ATI representatives about whether it had been approved or not by L&I. She never called back then and I've left at least 5 to 7 voicemail messages for her since then and she has never called me back! How is one supposed to get these failures resolved if even their escalation department doesn't respond? At present it took my wonderful PT therapist who is very very busy with clients to have to take time out helping clients to do someone else's job in following up the submissions or the neglecting of submissions in order to help me get my sessions approved. The PT order for my left shoulder has still never been followed up on apparently by ATI's department responsible for submitting for approval to insurance! I want to make it clear that my PT therapists at the ******* location are all outstanding but ATIs back office is horrible to say the least!
Business response
06/06/2024
Dear ****************,

This response is in reference to case #******** submitted on 5/29/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that our Patient Advocate team is currently assisting you with the authorization process.

ATI is reviewing the concerns you voiced. ATI regrets the frustration that occurred with that interaction and appreciate your feedback.This feedback will be utilized to improve our services.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
06/07/2024

Complaint: 21775003

I am rejecting this response because:
It really amounts to a non-response and not much of an apology really. I'd like to see a more sincere apology for totally dropping the ball on my shoulder PT order for for 5 months.
The department responsible for submitting for approval to comagin has still been incredibly difficult to deal with telling me that I have to have an evaluation of my shoulder before they can submit for approval to Comagine when last year that was never the case and obviously a client does not want to have to pay out of pocket for an evaluation visit when there's no guarantee that it will be approved by ********! Given the number of billing issue complaints on this website It's understandable why one would want approval before any visits to PT! It seems to me that the communication between that department and the lady ******* from the escalation department who has now been helping me has been erratic with her being told different things by different people.
I do want to amend my complaint about ******* as now she has been extremely helpful. Not sure why all those phone calls over the last few months were never returned but she has more than made up for it recently by bending over backwards to try and get this all straightened out.
I think The real problem is with the authorization department not paying attention enough to what orders that come in actually say and then really being proactive in helping the client get their approval request done so that they can either start or continue their therapy! In all honesty my impression of the back office handling of things is that it's disorganized lacking in good communication and not really motivated to do the best job possible. Obviously from the number of complaints on this BBB website there are systemic issues with ATIs handling of billing and back office issues!

Sincerely,

*********************
Business response
06/13/2024
Dear ****************,

This response is in reference to case #******** updated on 6/10/24. As stated previously, ATI appreciates your feedback as the organization's goal is to continually improve and provide quality care in a friendly and encouraging environment. ATI does use this feedback to improve our services and communication with our patients.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
06/13/2024

Complaint: 21775003

I am rejecting this response because: this company's response is basically composed of what reads as pre-written wrote responses. Still do not feel like any meaningful apology was given for dropping the ball for 5 months on my PT shoulder order. As it stands right now I have an evaluation scheduled for next Tuesday and we'll see if after jumping through that hoop the *** approval department manages to get this submitted properly to comagine. I want to wait and see if they actually get this done before I close out this complaint. Both ******* in escalation and **** My therapist at the ************ branch in ******* have had to spend I don't even know how much time trying to get this done when it's not even their job. A rote response does not come across as heartfelt or that anyone really cares about improving the performance of the department responsible for submitting to various insurances for therapy approval. If the department responsible for submitting for approval to insurance gets it done this time and in a timely way since it's already been since February 23rd I've been waiting, then I will close out this complaint but a sincere apology would have been not only appropriate but appreciated.

Sincerely,

*********************
Initial Complaint
04/23/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was approved by insurance to *********** physalis therapy sessions. I had ******** at that time. Its been ***** months back that this session of PT was taken. First evaluation was free as I had to fill in paperwork. I categorically asked out of pocket charges , I was clearly told , you owe Nothing. ATI Physical therapy has a history of billing wrongly to customers. After a year how has this bill of $738 suddenly arrived for a very low quality service for which the insurance has already paid $1681? ATI didnt adhere to law of No surprise act of billing and insurance. Patient is also protected under TDI ********** of insurance. I will also Complain to the Texas medical board. Extremely unethical of ATI P therapy to resort to extortion. I need this bill ********* Remove my name from credit reporting for wrong and unethical billing. Stop harassing customers without clearly giving them any quote. Im mentally stressed and getting panic attack. I have tried to call Their call center spoken to ****, *** in billing.
Business response
05/06/2024
Dear ************,

This response is in reference to case #******** submitted on 4/23/24. A thorough review of your account was performed by our Director of Compliance and Audit. The signed Notice of Financial Responsibility and the signed Consent to Treat reviews your insurance information. Both notices state that ATI assumes no liability for any benefit information that is misquoted by your insurance carrier. It is ultimately your responsibility to be aware of your insurance coverage,limitations, and terms and conditions of your policy. Benefits and verification are performed as a courtesy. ATI cannot be responsibility for any information that is obtained directly from your insurance carrier that is later deemed inaccurate. Our records indicate that our Patient Advocate team contacted you on 5/1/24 to review that your insurance is firm that ATI is Out of Network and will not process any claims.Our records also indicate that you refused the discount provided by our Patient Advocate team.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please continue the discussion with our Patient Advocate Team to address any remaining concerns. Thank you.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
05/13/2024
Complaint: 21613332

I am rejecting this response because: Hello This is to inform you to please keep this complaint active. I have not received any response from ATI physical therapy, I have tried to call their billing and have logged in complaint but didnt receive any response. Please do not **** it as resolved . Its not been resolved. Thanks.

Sincerely,

Priyanka Behl
Business response
05/15/2024
Dear ************,

This response is in reference to case #******** updated on 5/14/24. Our records indicate that you spoke with our Patent Advocate team on 5/14/24. This call reviewed the findings regarding your case and that the remaining patient balance is accurate. ATI has appealed your case with your insurance company, and the insurance company denied those appeals. If you have any additional concerns, they should be directed to your insurance company. It is ultimately your responsibility to be aware of your insurance coverage,limitations, and terms and conditions of your policy.

ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. Please continue the discussion with our Patient Advocate Team to address any remaining concerns. Thank you.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
04/22/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello. I am reaching out in behalf of my mom who was a patient from September 2023- November 2023 last visit being 11/2/23. Every visit she owed a co pay of $50 only once in the beginning her second visit she paid $100 because she missed the first time. After her time was done with ATI she received a statement saying she owed $23.02 and she paid that on Dec. she later received ANOTHER bill saying she owed $50 which was confusing now so we called ATI billing number and they assured it was a mistake and even refunded the $23 or at least thats what we were told, a refund of $23 and told to disregard the remaining amount due now shes been receiving a bill of $100 since February and my question is why? And why did she owe and for what?? Its unclear and my mom even went to the office she used to visit and was told they, they themselves didnt understand why either. Please help
Business response
04/24/2024
Dear ****************,

This response is in reference to case #******** submitted on 4/22/24. ATI would like to investigate this issue further. Please provide your mothers name and date of birth so we can review her account.

Thank you.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
04/22/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
THE COMPANY SAVED MY DEBIT CARD INFORMATION IN THEIR BILLING SYSTEM WITHOUT MY PERMISSION AND DEDUCTED MONEY FROM MY ACCOUNT WITHOUT MY PERMISSION. THEY HAVE OFFERED NO EXPLANATION AS TO WHY THIS WAS DONE AND NO APOLOGY FOR THE FRAUDULENT ACTIVITY
Customer response
04/23/2024
The dates I complained were in August of 2023 and December 2023.
Business response
05/02/2024
Dear ************,

This response is in reference to case #******** submitted on 4/24/24. A thorough review of your account was performed by our Director of Compliance and Audit. A review of the payments that were performed show that a CHIP Read occurred at your first payment which indicates that you presented the card for the payment. The next two payments show that transactions were keyed which means the clinic manually performed the next two payments and the clinic would have asked for your permission to process the transaction. ATI only charged your card with your permission which has left an $80 balance on your account.

******************** continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
05/02/2024

Complaint: 21611256

I am rejecting this response because:
It is not true! When i called the ***************** to questions the charges, the therapist informed me that SHE put the charges through BECAUSE MY CARD INFORMATION WAS SAVED IN THE SYSTEM!! THIS WAS DONE WITHOUT MY PERMISSION!!!!!! No one asked me if I wanted to pay the $40.00 co-pay!! I DONT DISPUTE THE $80 BALANCE. I have a problem with your policies to perform practices that are fraudulent!!!
Sincerely,

*******************
Business response
05/06/2024
Dear ************,

This response is in reference to case #******** updated on 5/3/24. Our records indicate that the payments for the co-pay occurred on the dates you attended physical therapy. Our employees are trained to ask for permission before saving card information and prior to charging cards for co-pays. ATI regrets any frustration that occurred with communication regarding payments. Our records indicate that our Patient Advocate team spoke with you as recently as 5/2/24 where you declined our offer to attempt a reduction in the remaining balance. The account is placed with PFC and you must work with them to resolve the remaining account balance.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
05/06/2024

Complaint: 21611256

I am rejecting this response because:
I did not decline an attempt to reduce the balance!!! The advocate ****** was supposed to get back to me with the results of that request!! Im not sure who youre obtains your facts from but they are UNACCEPTABLE AND INCORRECT SIR!!!!!!!!!
Sincerely,

*******************
Business response
05/10/2024
Dear ************,

This response is in reference to case #******** updated on 5/6/24. As stated in our previous response, our representative was going to attempt to see if an offer could be made with PFC.ATI did not provide any discount. PFC is now handling your account and you need to speak with them to settle the remaining balance.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact PFC to discuss your remaining balance.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
04/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have called the 800 phone number on at least 5 occasions, the last time was on 4/18/24 and I spoke to "****" - a supervisor. I spent over 2 hours on the phone with him, and on previous occasions with other agents. I have receipts for all of my 28 visits to ***. Each time I paid $5. Insurance paid too and ***s are attached. I'm attaching a sheet of how much I owe (the sum of the *** less the $5 paid on site), plus I paid an extra $2.90 at my last Dec. visit of 2023. They say I've only paid $137.90. The total that I owe adds up to $53.42. I'm willing to pay $58.42 as my time is not worth the $5. Yet, they won't take my payment. Believe it or not. Their accounting keeps coming up with even more that I owe but I do not owe more than this amount. My paperwork proves it. I could also attach every single receipt I got emailed to me from the onsite payments of $5 I made. I did send "****" the actual receipts of the ones he requested. But alas, I can't get them to take my payment. Calling the *********** is hugely frustrating. I'll be talking to one person then get transferred to another and have to start all over. I just want to pay my bill and get this over with. Thank you. (I'm also attaching screenshots from my credit card bills for several dates that they questioned I paid - as proof).
Business response
04/26/2024
Dear ****************,

This response is in reference to case #******** submitted on 4/20/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that our ****************** contacted you regarding your concerns and have arrived at a solution. ATI regrets the frustration this process has caused, and thanks you for your feedback. ATI will utilize this feedback to improve our services with our patients.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
04/17/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
i have called two times the customer service line and explained to file these claimswith tri-care for life, my secondary insurance company and wrote them in march butit looks like ati wantsmto harass me. if they file with tri-care the bill will be paid. i will not respont to ati until they respond to my letter or send me a bill stated paid. i do not have time to keep writting them, not unless ati wants to pay me for my time, my rate is $500 (five hundred dollars per letter). please advise ati responding will not only insure a happy customer but also practice good business procedures.
Business response
04/24/2024
Dear ****************,

This response is in reference to case #******** submitted on 4/17/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that five claims were not processed by your secondary insurance. ATI has resubmitted those claims to your secondary insurance. ATI regrets the frustration this process has caused and is utilizing your feedback to improve our services.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
04/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
04/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I keep getting a bill for copays that were paid at time of service. It is ***** and Im still getting bills. This company keeps trying to get money from their clients even after paid. How many patients paid them when already done so? This feels illegal. They never answer the phone or emails sent to address this. Something needs to be done with their billing department. I hate going to this place because this happens nearly every time I go. It is a waste of my time dealing with this.
Business response
04/23/2024
Dear ****************,

This response is in reference to case #******** submitted on 4/8/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our review indicates that you attended 18 dates of service with a $15 co-payment per visit resulting in an expected $270 patient responsibility. Our records indicate you have paid $270. ATI has updated your account, and you should no longer receive any more statements. ATI regrets the frustration this process caused and appreciates your feedback regarding our services.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
04/05/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I started physical therapy with ATI *************** at intake/assessment in the end of Sept., 2023, starting actual PT in Oct., 2023. I received service at 2 locations due to physical therapy needs, starting in later Oct./Nov., at Oak Creek, as well. ATI reports that they "requested my auth extension for PT in early Feb.," and then I had a gap of nearly 2 weeks of PT from March 14 up until my return to PT on March 26. They reported to me at that time that ATI had "requested an extension of my auth time, as it ran through April 2." Having provided them exact instructions on marking it "Urgent/Expedite" on the request, as well as exactly where to send it, etc., I confirmed it should take 24hrs or less, up to ******************************************* to put through the auth. ATI continues to apparently LIE about the auth process, or has evidently opted NOT to follow the correct procedures, all of a sudden, obstructing my care in PT. I noted that I had an increase in symptoms, chronic pain, less mobility, and a decline in my progress, when PT is halted. This is called maleficence, in the medical world, as well as in the world of ethics (which I taught at colleges for 5yrs, prior to my accidents.) At the very least, do no harm, per medical ethics. I understand people are busy and that they make mistakes, but ATI has repeatedly lied about submitting my auth's, when they have been submitted, how they were submitted, etc., as though they are just trying to exasperate the customer, and that they evidently don't care what physical impact that has on my well-being. I am truly done being a toy that is played with, in the midst of everything I typically live through, having been through 2 major car accidents, and still trying to recover from the 5-16-23 one with permanent injuries I live with from the 12-31-18 semi accident. I would like ATI held accountable, their auth person re-trained, if that is the problem, & the root cause of why they obstruct my care RESOLVED ASAP. Thanks!
Business response
04/15/2024
Dear ******************,

This response is in reference to case #******** submitted on 4/5/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that ATI attempted good faith efforts to obtain authorization for your care and ATI categorically denies performing the actions as stated in your complaint. Our records indicate that authorization for treatment was obtained, and you have continued treatment. ATI regrets the frustration that occurred and will utilize your feedback to improve our services.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
04/01/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
ATI is a company that has highly qualified physical therapists that more often than not represent an excellent customer facing experience. The back office operations however have miles of room for improvement.In the last third of 2023 I attended 22 sessions delivered by the physical therapist at a location near me. During these sessions I would pay what was asked, $10, and proceed through all 22 sessions. At the end of October 2023 I ceased my physical therapy sessions for reasons that included having to see an orthopedic surgeon. I received no correspondence from ATI until February 2024. That correspondence was a billing statement where each of the 22 sessions that I had taken since August 2023 had some amount twice to four times as much in some cases than what I paid for at the time of my visit. Upon receiving the bill I called the customer service number and asked why I had not received any other statement prior to the one that I gotten mid February. I was told by the person at *** that they had sent me bills but they had all been returned. I find this peculiar because they successfully billed my insurance company which implies they have my correct address. In reviewing the bill I noticed the variance in the amounts being charged to me for each visit. Most, more than 70%, had some different charged in the previous visit. I told them that 90% of the time roughly 19 of my visits, where exactly the same. I asked them to explain how there could be a variance of up to $150 for services that were essentially the same visit over visit. They told me that I would be contacted within 14 days with regards to their internal investigation. 2 1/2 weeks later I received a final correspondence from a collection agency for the bill that was due. Once again I called and the representative said they had no record of me calling before. They are a victim of their own and incompetence's. There is no need for you to be part of that experience.
Business response
04/10/2024
Dear ****************,

This response is in reference to case #******** submitted on 4/1/24. A thorough review of your account was performed by our Director of Compliance and Audit. The signed Notice of Financial Responsibility reviews your deductible and co-insurance percentage. This notice also reviews that ATI would collect a set amount at each visit but that We will not know your full co-insurance amount until your insurance begins to pay on your claims; therefore, you will receive a billing statement for the difference between any payments may upfront and the actual amount due. Physical Therapy treatment is billed by units as defined by the **************************** (AMA) CPT code book. Most units are defined by 15-minute timeframes and a unit is attained when the midpoint of that procedure is surpassed. A variety of units are available for a clinician to utilize when billing depending on the intervention provided. Treatment codes exist for strengthening and flexibility exercises, functional activity training, balance training, gait training,manual therapy, and the modalities we provide. It is common to see a variety of these codes used for each treatment as sessions vary based on patient needs and the plan of care created by the physical therapist.

Your interaction with our Patient Advocate team was also reviewed. ATI regrets the frustration that occurred with that interaction and appreciate your feedback. This feedback will be utilized to improve our services.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
04/11/2024

Complaint: 21512135

I am rejecting this response because:
The response does not address the behavior the complaint is targeting. The did not bill me till 4 months after my last visit with my first visit being 7 months prior to the first bill. Or the commitment made to me about looking into the variance of charges for the same service provided. Lastly the use of a collection agency 14 days after recieving the first invoice. The last action on their part is not mentioned and therefore not acknowledged as customer facing practice that is promoting a customer facing adverse experience. The should listen to the tapes of the first conversation where they admitted to having the wrong address for months to finally get the right address without explaining how that actually happened.

Sincerely,

***********************
Business response
04/15/2024
Dear ****************,

This response is in reference to case #******** updated on 4/11/24. Our review indicates that all billing and documentation is accurate. As stated in our previous response, a variety of codes are utilized by the treating clinician based on the patients needs and the plan of care provided. These codes and the time spent performing treatment can result in a variance in cost between treatment.

Also, as stated previously, ATI reviewed the interaction with the Patient Advocate team and regrets the frustration that occurred. We are utilizing your feedback to improve our services.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
04/15/2024

Complaint: 21512135

I am rejecting this response because:
At no point is there an explanation as to the cause of contentious interactions.
1. Why did it take 3 months after my last visit to receive any invoice statement in the first place?
2. Why did the initial call indicate an action where ATI would reach back out with a determination on the veracity of the service charges and actions performed to then have no attempt to reach back ever followed through on, even though on the initial contact call they said that it could take up to 14 days?
3. Why given that only a single invoice was received that the amount owed was turned over to a collection agency who then proceeded to attempt collections everyday day until I called ATI back? (See item 2) Told by ATI that the first call was not adequately captured surround the commitment to reach back to me.
4. What corrective action on the part of ATI is being taken to ensure that the previous 3 items will not be repeated again for any future customer?
Resolution requires a response to the above 4 questions.

Sincerely,

***********************
Business response
04/23/2024
Dear ****************,

This response is in reference to case #******** updated on 4/15/24. As stated previously, ATI recognizes a breakdown in communication regarding your account occurred. ATI recognized that the wrong address was listed on the account resulting in a delay in the receipt of the statements. Our records indicate that a call to our Patient Advocate team occurred on 2/20/24 in which you voiced your understanding of the billing on the account. Our records also show that our Patient Advocate team attempted to provide additional solutions and alternatives regarding your bill during a call on 3/15/24, but you would not allow the representative to proceed and that you ended the call.

ATI utilizes the feedback received and other internal mechanisms to drive improvements in the interactions between our support teams and patients. The management of these concerns will occur internally. Our records indicate that the account is paid in full, and ATI considers this matter closed.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
03/20/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I utilized their service 5 times back in January of 2024. Each of these cost me a co-pay of $70, to which I was charged $420 for 6 trips, instead of $350 for the only 5 that occured. I have reached out to ATI customer service multiple times on the phone since, in order to receive the $70 over payment refund to no avail. Services rendered by *************** (at the *********** location) - as seen in the attached screenshot.
Business response
04/03/2024
Dear ******************,

This response is in reference to case #******** submitted on 3/20/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that you attended physical therapy from 1/8/24 through 1/26/24 for 5 visits. While you attended physical therapy, ATI required additional information to address issues with insurance verification resulting in a delay in claims processing by your insurance. ATI continues to appeal the claims processing with your insurance and once that process is completed, any overpayment on the account will be refunded.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy

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Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

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